What is the best way for your business to provide IT support for its employees, manage its IT assets and vendors, and plan for the future?
The two most common choices are to either hire an IT employee, or partner with another firm to provide you with IT support and consulting services.
Let’s look at the differences between these IT support options so you can decide which is best for your company.
Are You Good at Juggling?
Can a single employee fulfill the three primary IT roles needed at every business – the Chief Information Officer (IT Director), the Network Administrator, and the Help Desk Technician? Can they juggle all three roles consistently, and be great at all three?
A good IT support company has the personnel dedicated to performing these key roles for their clients. Your IT service partner should also be performing other IT management activities like pro-actively fine-tuning your IT assets to ensure they meet best-practices – thereby reducing downtime and increasing productivity.
The Lifeguard Principle
When a lifeguard is sitting on top of her chair, she is able to watch the entire pool and ensure everyone’s safety. Once someone starts to go under, she must jump into the pool and rescue them. While the lifeguard is busy helping that person, then everyone else’s safety and security is at risk.
The same is true if your business relies on a single IT person. If the IT support person is busy with a technology fire that needs to be put out, you now have to wait in line for your issue to be fixed. Conversely, a good outside IT support firm will have a team of IT professionals that are ready to assist many support requests at the same time so you never have to worry about your IT issues taking a back seat. Many IT service companies have IT staff available 24/7 to help you with your IT emergencies.
Companies Can’t Get Sick
What happens when your IT employee is out sick or on vacation? What if you have an urgent problem on Saturday night and your IT person is partying like it’s 1999? Will your business lose revenue or a client? You will certainly lose sleep.
Professional IT support firms offer provide remote and onsite support 24 hours a day, 7 days a week. Whenever your company is faced with an emergency, your support partner should be able to fix the problem in a timely manner.
Match Your Goals
An IT support firm that provides fixed-cost unlimited IT support has the same goal that you do – keeping your IT assets up and running smoothly – because every reactive support request that your IT partner needs to handle costs them money. It’s in their best interest to keep your IT assets up and running as much as possible.
Does the goals of your IT employee match the goals of your business?
Good IT service firms know they must provide excellent service all the time, or else they face the very real possibility that they will be replaced. They must have processes in place to get their clients the same great result every single time. And they must continually invest in their people and technology so that they stay ahead of the competition.
An IT service employee has to do just enough to not get fired.
Which one do you want in charge of your business-critical IT assets?
How to Choose an IT Support Partner
If you think that a professional IT service firm may be the right choice for your business, then you are ready to start shopping.
Check out our previous article “How to Find the Right IT Support Partner for Your Business” for some tips on what to look for in your IT support partner.
IND specializes in fixed-cost IT support and consulting services for businesses in New Jersey and New York City. We understand the service levels that businesses require and provide extensive value to our customers. We are constantly working to provide improvements to help your company run smoothly. We eliminate technical headaches, reduce expenses and help increase your business performance so that your business can run without problems. When a problem does arise, we are there to help fix the problem and provide a solution in a matter of hours, not days.